It’s no secret that the world (and the way we live inside of it) is becoming increasingly programmed. This trend can be seen most clearly with home automation. With the help of Google Home, Amazon Echo, or Apple HomePod, you can outsource just about any basic task.
For example, tell Google to leave the dog’s door open, ask Siri to turn down the AC or have Alexa turn off all the lights except for the kitchen. But home automation is just one small piece of the AI world we live in and we’re all looking for the next big thing to streamline our busy lives.
That’s why when Google unveiled its new product last March, everyone listened. The AI personal assistant, also known as Google Duplex, is the most human-sounding personal assistant available on the open market to date.
What Is Google Duplex?
Google Duplex is, essentially, the smartest chatbot in existence. If you’re not familiar, a chatbot is a computer program which has “real” conversations with people. Their main functions are to answer questions, book services and keep loyal customers happy.
Chatbots are also used by businesses as a way to scale operations, assist customers in getting the right products and services, sell to millennials (and non-millennials), create interactive marketing campaigns, and drive organizational efficiency.
Most importantly, chatbots allow businesses to engage with customers where they’re at without ever having to pick up the phone. Chatbots work well because they mimic a real person but identify themselves as a bot to the user. Transparency is key.
How Does Google Duplex Work?
To be clear, most chatbots talk to customers through texting and the internet (e.g. Facebook Messenger or your website). Google Duplex, on the other hand, is a voice-based chatbot. This smart bot acts like a personal assistant and schedules appointments on your behalf.
Through a simple command, Duplex is able to schedule appointments and book reservations. The crazy (almost scary) part? It sounds just like a real person--inflections, pauses, ‘ums’, and all.
It does this by utilizing WaveNet, a natural language processing technology, which produces speech based off of patterns. It learns over time. In the coming years, Google Duplex will improve by leaps and bounds. Customers and the businesses they frequent will both benefit. Customers will enjoy a hassle-free scheduling experience and businesses will avoid no shows and cancelations. That’s a win-win for everyone.
What Can Google Duplex Do for My Plumbing or HVAC Business?
As of now, Google Duplex is available only in certain markets and for specific types of businesses, namely, restaurants. Eventually, Duplex will be available for a wide range of businesses, including home service companies.
Just as people can ask their Google Assistant to reserve them a table at their restaurant of choice, they’ll be able to book your services using this technology. For many people, being able to schedule an appointment through a Google Assistant is a draw. It helps them avoid the hassle of wait times and having to deal with a potentially unfriendly customer service rep.
Some business owners might be hesitant to jump on board when it comes available in their market due to Google’s call recording and other potential concerns. But the benefits will almost certainly outweigh the drawbacks.
Plus, if and when you do get a call from someone’s Google Assistant, you’ll know. The Assistant tells you upfront who they are and that the call will be recorded. In the end, avoiding calls from an AI assistant or hanging up when you receive one means you’ll miss out on quality leads. Shying away from taking these user-friendly robocalls will only end up hurting your business in the long run.
It’s not completely clear what the future of Google Duplex holds, but one thing is certain: AI isn’t going anywhere anytime soon. Make use of the technology available to you and your business will reap the benefits.
